At a Glance
- Tasks: Lead a global team to enhance customer experience and drive revenue growth.
- Company: Join S&P Global Market Intelligence, a leader in data-driven solutions.
- Benefits: Enjoy health coverage, flexible time off, and continuous learning opportunities.
- Other info: Be part of a diverse team committed to innovation and customer success.
- Why this job: Make a real impact by transforming customer excellence with AI and digital strategies.
- Qualifications: 15+ years in customer experience leadership with a focus on transformation.
The predicted salary is between 80000 - 100000 £ per year.
S&P Global Market Intelligence is seeking a Head of Customer Excellence to lead and scale a world-class, end-to-end customer organization across our global business. This is a mission-critical enterprise leadership role accountable for the full post-sale customer lifecycle — from onboarding and support to success, retention, and value realization. The role sits at the intersection of customer experience, revenue growth, and operational excellence, with a mandate to deliver predictable, high-quality customer outcomes at scale.
You will lead a global organization and drive the next phase of transformation—evolving to a data-driven, AI-enabled, and digital-first Customer Excellence model.
What You’ll Do
- Own the End-to-End Customer Lifecycle
- Lead all post-sale functions, including customer onboarding, support, success, and lifecycle management
- Ensure a seamless, proactive experience across all customer touchpoints
- Establish clear ownership of customer outcomes across the lifecycle
- Drive Customer & Revenue Outcomes
- Improve key metrics including: Customer satisfaction (NPS / CSAT), Retention and renewal rates, Product adoption and engagement
- Partner with Commercial teams to enable renewals and expansion, contributing to Net Revenue Retention (NRR)
- Lead a Next-Generation Operating Model
- Design and execute a scaled, segmented delivery model (enterprise, mid-market, digital)
- Standardize and simplify global processes to improve quality, efficiency, and consistency
- Optimize cost-to-serve while maintaining best-in-class experience
- Deliver AI-Enabled Transformation
- Deploy automation, AI, and digital capabilities to enhance customer and agent experiences
- Expand self-service and digital engagement channels
- Partner with Technology and Data teams to build a modern CX platform ecosystem
- Build a Customer Intelligence Engine
- Implement customer health scoring, predictive analytics, and VoC programs
- Deliver actionable insights across Product, Sales, and CX teams
- Shift from reactive support to proactive, predictive engagement
- Lead Global Teams & Talent Strategy
- Build and develop a high-performing global leadership team
- Scale a modern workforce model (client proximity, operating center, AI-augmented)
- Foster a culture of customer obsession, accountability, and continuous improvement
- Drive Cross-Functional Alignment
- Partner closely with Sales & Revenue Operations, Product & Engineering, Data & Analytics, Platform & Technology teams
- Ensure alignment between customer experience, product delivery, and revenue strategy
What Success Looks Like
- Consistent, high-quality customer experience at scale
- Improved retention, renewal performance, and customer lifetime value
- AI-powered, digital-first service model with measurable productivity gains
- Clear linkage between Customer Excellence and revenue outcomes
- Strong global team with scalable operating model
What We’re Looking For
- 15+ years of experience leading global Customer Experience, Customer Success, or Support organizations
- Proven track record in scaled, subscription-based or data-driven businesses
- Experience leading large, complex, matrixed global teams
- Ability to operate as both a strategist and operator
- Demonstrated success driving transformation programs (AI, automation, operating model redesign)
- Deep expertise in customer lifecycle management, CX platforms (e.g., Salesforce, ServiceNow), data-driven decision-making
- Experience building AI-enabled or digital-first customer organizations
- Strong financial acumen (cost-to-serve, ROI, efficiency metrics)
- Ability to influence at executive level and operate as an enterprise leader
Benefits
- Health care coverage designed for the mind and body.
- Generous time off helps keep you energized.
- Access a wealth of resources to grow your career.
- Secure your financial future through competitive pay, retirement planning, a continuing education program, and financial wellness programs.
- Benefits for your partners and little ones.
- Small perks such as retail discounts and referral incentive awards.
S&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race, ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law.
Head of Customer Excellence, S&P Global Market Intelligence in London employer: S&P Global Inc.
S&P Global Market Intelligence is an exceptional employer, offering a dynamic work environment in London that fosters innovation and customer-centricity. With a strong commitment to employee growth through continuous learning opportunities and a culture that prioritises health and wellness, employees are empowered to thrive both personally and professionally. The company's focus on AI-enabled transformation and a data-driven approach ensures that team members are at the forefront of industry advancements, making it a rewarding place to build a meaningful career.
